This week, popular solana memecoin launchpad, Pump.fun, announced the launch of their platform meme token, $PUMP, promising a drop to users and those who partake in its ICO. While this was met with heightened excitement, users from the US and UK region felt a pang of disappointment, as they were left out of this program, due to regional restrictions. For most users in these regions, their resolve might be to leverage VPNs, but this exposes them to various dangers, making it a gamble for their safety.
So in today's article, we shall be discussing why geo-blocked users also deserve clear user support, focusing on how support teams can prepare for affected users during such moments, as well as the security risks associated with use of VPNs for high traffic online activities.
Users from geoblocked regions often reach out with recurring, emotionally charged questions such as “Why can’t I buy?”, “Will I be able to trade later?”, “Can I use a VPN to get around this?”, etc. These questions always go beyond technical confusion, reflecting a deeper frustration that comes from feeling excluded from something they want to support or be a part of. Many times, these users are early adopters, global enthusiasts, or even loyal followers of the project, and their inquiries stem from a place of genuine interest and belonging as they see themselves as members of the ecosystem, and geoblocking challenges that relationship. These restrictions can also feel arbitrary and unfair, especially when users aren’t given clear explanations or timelines.
At such times, this exclusion often triggers a range of emotional responses, ranging from confusion at the lack of access, to fear of missing out (FOMO) on critical moments or early rewards, and even anger at feeling overlooked by the projects they’ve supported or believed in. For users in these regions, the internet already feels fragmented, then being denied access to global platforms reinforces this sense of isolation. Therefore, it’s essential to understand that these users are not just circumventing rules for convenience, they’re trying to stay connected to something they find meaningful. Treating their concerns with empathy, providing honest updates, and reinforcing their value to the community helps to preserve trust, even when access remains restricted. Simply acknowledging their relevance, despite current limitations, helps turn exclusion into patience, and frustration into loyalty.
To effectively manage the influx of user concerns during geoblocking events, support teams should proactively prepare with geo-specific tailored FAQs and macro documents that address the most common questions from affected regions. These pre-written responses should directly answer inquiries, and according to Zendesk’s 2024 Customer Experience Trends Report, 69% of customers expect companies to resolve their issues without repeating themselves. This makes having ready-made, localized response documents important, as it empowers support agents to provide fast, accurate, and consistent information, which is a key factor for reducing miscommunication and avoiding frustration for users who are already dealing with restricted access. Additionally, multilingual versions can help ensure that language is not another barrier for users in geoblocked regions.
Beyond internal tools, it’s vital for support and product teams to collaborate on clear, empathetic public-facing messaging that explains the nature of the geoblocking in human terms. When users encountering access issues are met with a generic error page, and no further explanation or support, the lack of context fuels confusion, erodes trust, and increases inbound support volume. Instead, projects should provide users with guided customized landing pages or help center articles that explain the regulatory or legal reasons for the block in simple, non-technical language. According to a 2023 Microsoft report, 63% of users are more loyal to companies that clearly explain issues, even if they can’t be resolved immediately. By openly acknowledging constraints and reinforcing the user's value to the community, teams can maintain goodwill and reduce the emotional fallout associated with sudden inaccessibility.
Lastly, the support operations during these moments can be enhanced with automated systems designed to detect and respond to blocked-region inquiries. For example, a Discord bot can identify users in affected countries and automatically send a private message with helpful context and links to help create awareness of the restriction and potential solutions. On helpdesk platforms like Zendesk, triggers and automation rules can be configured to tag tickets from IPs or email domains associated with blocked regions, sending tailored responses within seconds. These automated workflows ensure timely communication and free up human agents to focus on complex or special cases requiring human intelligence. According to Freshdesk’s 2024 automation study, teams using geo-targeted automation reduced ticket response times by up to 32% during region-specific incidents. Therefore, implementing these systems not only reduces strain on support teams but also demonstrates respect and foresight in handling a global audience.
Due to these restrictions, geo-blocked users often find themselves in vulnerable positions online because they’re far more likely to seek risky workarounds just to access services others have easy access to. When a user is affected by this blocking, their turn to VPNs, proxy services, and other “access mediums” shared in unofficial channels exposes them to unaware risks. While some of these workarounds may be technically functional, they often push users into a gray zone. Many don't fully understand the legal or security implications of using a VPN, especially when it violates a platform’s terms of service or exposes them to surveillance in restrictive jurisdictions. This desperation to “stay included” creates an environment where users are more likely to let their guard down.
Unfortunately, malicious actors know this and actively try to exploit it. Fraudsters, phishers, and impersonators frequently target geoblocked communities by offering fake VPN recommendations, doctored login portals, or illegitimate “early access” to tokens often disguised in attempts to help. A 2023 report by Kaspersky found that phishing attacks increase by 38% in regions facing new sanctions or digital restrictions, with VPN-related scams being among the most common. In Telegram groups, Discord servers, or community forums, these bad actors often pose as helpful peers and exploit the anxiety of users trying not to miss out. The combination of limited official support access and high emotional pressure makes these geo-blocked users susceptible to scams, malware, and account takeovers.
Therefore, to mitigate these risks, it’s essential for support and community teams to create dedicated scam alert resources specifically tailored to blocked users. A pinned warning post in Discord, Telegram, or community forums can outline safe practices, elucidate on common scams, and direct users to legitimate tools or FAQs. This should be updated regularly and include visual examples of known phishing attempts or fraudulent messages. Even better, a dedicated “Blocked Region Security Hub” or such sections within the help center can serve as a trusted anchor for at-risk users. By proactively warning users and offering verified paths for information, teams not only reduce harm but also reaffirm that these users are still part of the community worthy of protection, even if temporarily restricted.
For builders, maintaining support availability for users in geo-blocked regions isn’t just a courtesy, but a responsibility. Therefore, offering continued support through FAQs, automated responses, security alerts, etc, demonstrate that these users still matter, even if they can't fully participate right now.
This majorly helps to preserve community trust, minimize reputational risk, and uphold the core values of inclusion and transparency that many digital builders claim to champion. Ultimately, treating blocked users right reflects how a brand values its global community, which makes the difference between a committed project, and a selfish one.
